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Trade-in sent to Whilteland, IN

I followed the instructions to drop off my older model phone a UPS store, using the QR code provided. The UPS store assured me it was safe to drop off the phone and that "Verizon takes care of everything". UPS has proof of delivery to Whiteland, IN, however Verizon claims the phone was never received and therefore will not give me the credit. I was told there was nothing Verizon can do and that they have no connection with UPS, although that's not how it seemed based on the instructions and based on the UPS store. Verizon says if the phone got lost or didn't register as received with Verizon, there is nothing they will do. Has Verizon made this right for anyone else that had this issue??

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Verizon_Support

We're sorry for the issues you have encountered with your trade in. What happens when you check on the return tracking number on UPS website? Do you get any information?

~Ivone

srudich

Yes, it shows that it was delivered and signed for. Verizon claims it was never received.

Verizon_Support

Thanks for that information, we would like to take a closer look. So we can best assist, we will be reaching out via Private Message.

-Lauren

Verizon_Support

srudich, thank you very much for the information. We want to make sure you get the credit for devices sent in without any further issues. We're sending you a Private Message so we can better help.

~Jesse

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